Hi, all team members (including the admin) cannot access Jira

[Andrew Karam]

Hi, all team members (including the admin) cannot access Jira, and no billing info is visible. We’re on the free plan. Has anyone experienced this, and how can it be resolved

[Mangali Chandrashekar]

@Andrew Karam I would suggest you to raise an Atlassian support ticket.

[Marc -Devoteam-]

Hi @Andrew Karam 

It seems the instance is suspended.

Did you stop using the instance some time ago or has a trail been started and the Cloud plan not reverted to free again, and now there is a payment due?

The org admin should raise a support issue via Atlassian Support and choose the Billing option from the dropdown options list

ON the portal; we are users like yourself, we can't help out in this kind of request.

[Andrew Karam]

Thanks , 
We do not stop using it
I found that the number of people in my team is 12 not 10. Does that automatically upgrade my plan?

[Marc -Devoteam-]

Hi @Andrew Karam 

It disables it, You need to bring it down to 10 or below.

Otherwise you need to start paying as you will need a standard plan.

[Mangali Chandrashekar]

@Marc -Devoteam- Yes correct, I agree  with your point. When more than 10 users are added then, we need to change our plan to standard and pay for it.